Call Center Operations Manager Sample Resume Format in Word Free Download -->

Call Center Operations Manager Sample Resume Format in Word Free Download

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download

Rachel Padilla

6625 Protocal Court – Bellewood, NC. 55271 – (823) 882-8281

Summary of Qualifications
Experienced management professional skilled at managing multiple projects while leading, coaching and mentoring staff. Specialization in meeting customer objectives by utilizing interpersonal skills and client management software to optimize customer satisfaction and exceed company objectives.
Core Competencies
         Project Management                         CRM Software                        Change Management
 Performance Metrics Definition        Full Cycle Recruiting                             Liaison Expertise
     Call Center Management               Process Improvement               Client Facing Interaction

Professional Experience

RTI, International                                                                                          2/2001 – 9/2010
Call Center Operations Manager
  • Responsible for full cycle hiring, training, coaching/mentoring and motivating 40-45 individuals to gather occupational research for the US Department of Labor.
  • Total facility responsibility.
  • Developed operational policies and procedures that enhanced overall production and client satisfaction by 15%.
  • Reported weekly on occupational progress and overall CSR performance to upper levels of management and client.
  • Responsible for managing 5 distinctly different research projects/methodologies simultaneously.
Key Accomplishments
  • Kept attrition levels within the Call Center to < 10% over the duration of all projects spanning 9+ years.
  • Created and implemented a response rate improvement plan which resulted in a 9.7 % increase in employee response rates within a nine month period.
  • Generated revenues of over $54M during project(s) life cycle.
  • Recognized by the client on several occasions for gaining cooperation within difficult industries to obtain crucial occupation research information.

Computer Service Partners                                                                           6/2000 – 2/2001
Customer Liaison/Inside Sales Marketing Rep.
  • Generated new business by cold calling companies to grow company infrastructure.
  • Served as the point of contact for new and existing customers for value add sales.
  • Set appointments for outside sales staff.
  • Designed and implemented a welcome kit for new customers.

Key Accomplishments
  • Identified and closed the biggest hardware sale in company history totaling $1.6M.Identified/Recruited >50 new customers in less than 6 months resulting in over $2M in new revenue for the company.
Merisel                                                                                                           11/1995 – 1/2000
Regional Sales Manager
Senior Call Center Supervisor
  • Managed the recruitment effort for the entire US effort which consisted of 10-15 new associates/month.
  • Served as the Business Development Manager overseeing 25-30 associates from 1998-1999.
  • Reported on lead list generation success to upper levels of management and end customers.
  • Trained new associates in SAP for set up and order entry.
  • Individual territory responsibility for new and existing customers.
  • Responsible for coaching, mentoring and career pathing associates in my group.
  • Daily monitoring and evaluation of Call Center metrics/associate performance.
Key Accomplishments
·        Increased overall number of new accounts by 10% over 8 consecutive months.
·        New customer revenues from new accounts exceeded 5M.
·        Updated policy and procedure manuals for new hires.

Electronic Data Systems – EDS/HP                                                             4/1993 – 11/1995
Regional Sales Manager/Lead Supervisor
·        Managed six supervisors and their agents which consisted of over 150 inbound agents.
·        Held weekly performance reviews while advising senior level managers on problem resolutions, employee effectiveness and overall productivity.
·        Developed and presented sales motivational material to all team leaders and upper levels of management.
·        Developed and implemented monitoring procedures which led to increased client satisfaction.
Key Accomplishments
·        First team leader to institute a development training program designed to develop employee potential and retention, resulting in a 27% increase in overall productivity and reduced employee turnover.
·        Overall team performance consistently exceeded client expectations.
·        Recognized by the client six times for superior customer satisfaction/excellence.


Education
Harper College, Palatine, IL. General course completion, Eight month Management Internship program completed at EDS that consisted of hiring and firing, Cultural Diversity, Sustained Unit Learning, Handling responsibility and SAP implementation.


Technical Skills
Client Relationship Management Software (CRM), MS Office Suite, Project Management


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Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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